IVG Stores / A product and service nightmare
After 6 weeks the issue was resolved with the vendor refunding my money,
including shipping. However, the lack of communication and misinformation
by representatives made this one of the worst buying experiences I have ever
I bought this table July 8. It arrived July 15. Legs were missing
pre-drilled screw holes, and lower shelf had rough edge. Contacted
manufacturer, who said I needed to return to vendor (IVG). IVG line was
always busy or on hold, & did not respond to messages or emails for 4 days.
On July 22 I finally got someone on line. She asked for pictures, which I
emailed. No reply. On July 30 I finally got in touch with the rep (only by
talking to a 2nd rep) who said pictures were not clear enough. I sent new
Finally the rep said she would send RMA label for replacement. As of Aug 3
no label came, then another rep said they do not give RMA labels to
customer. UPS picked up the table. She told me a replacement would not be
available until August 8.
I contacted BBB Aug 4 and finally got some notice from company President,
and was told I would receive a discount for the table, and that somoene
would contact me. August 5 I received a voicemail from a rep whose name I
could not make out. She said she would email discount details. No email
Replacement table arrived August 10: also lacked holes, and stain was uneven
on front. I called manufacturer again, and then IVG. Offered to ship new
legs, but I told them I wanted full refund, including shipping.
The new rep. emailed me an RMA label and said UPS would not accept return
without it, which contradicted what the other reps had told me. On Aug 12
UPS picked up the table.
A refund was finally deposited Aug 21, more than 6 weeks after my 1st order.
Although I received a full refund, I have NEVER experienced such poor
customer service. I had to spend HOURS just trying to get their attention,
which didn't happen until I contacted the BBB.
They also didn't publish my first review, which I noted in my first
complaint. They sent me a new link for a new review, but it has not been
published either. The only review published since Dec 2008 was a 5-star one. Very suspicious.
I easily spent 20 hours on this nightmarish ordeal, and got nothing out of it.